A lot of people are excited about how new technology can help with most of their business processes. Video, real-time messaging, chatbots, artificial intelligence (AI), and even customer service itself are all making progress that could have a big impact on how they do their jobs every day.
Not only that, leading brands like Xfinity are also adopting technology to improve their services. For instance, its Xfinity Customer Support is a prime example of technological advancement.
In this post, we will explore the impact of technology on the customer service industry. Let’s dive in!
There Will Be More In-Person Video Chats
People prefer having talks in person to participating in non-video real-time audio chats. Businesses that utilize video, whether in a “video voicemail” or “video conference” format, remain at the forefront of their industry.
Making direct eye contact improves relationships and encourages openness in all contexts, from professional to personal. Thus, video is not just anything buyers desire, but it also has the potential to increase sales for sellers. You should start using video voicemails immediately, and you should meet with customers in person for all meetings.
Customers Will Expect Service Across All Channels
More than simply your brick-and-mortar locations are where customers engage with your brand. Many online channels exist for customers to communicate with your company, including social media, online stores, and review sites.
With the expansion of access, omni-channel experiences will take center stage. In contrast to multichannel support, which allows your customers and team to work together effortlessly across different channels, omnichannel support links each communication channel.
For example, clients can get responses from your support staff without ever leaving your social media page, regardless of how they choose to engage with your business. It will be easier for your representatives to assist customers by transferring their case to another channel if an issue cannot be resolved on one.
Service is improved because customers can keep working on the exact same issue without having to log out and back into different interfaces.
A help desk, where customers can submit their inquiries in one convenient location is essential to the success of this endeavor. Your agents’ interactions with consumers will remain consistent regardless of the channel via which they begin.
Messages Sent in Real Time Will Catch Up to Email
Gone are the days of extensive live chat and email. Right?
Well, that’s a bit of a mix. Like with video, people anticipate your constant availability online, and the vast majority would prefer chatting over phoning or emailing you. Facebook Messenger’s ability to provide assistance has greatly expedited our process. Facebook now lets you chat with companies instantly and even shows you how responsive they typically are. Do not waste your time attempting to communicate with them if they remain unresponsive.
People anticipate real-time messaging and responses across all platforms. Conversations and chats taking place on the premises should likewise be genuine, one-on-one, and happening in real time. This holds true for all types of conversations on Slack and Facebook Messenger, including those between vendors and workers. In comparison to the days when mail and email could be sent whenever needed, that is a significant change.
Because everyone is now on synchronous time, you’ll have to upgrade your communication methods and tools. Nonetheless, email remains a vital tool for communicating crucial records and communications that clients will desire to peruse multiple times. Regardless of the channel a client uses, HubSpot’s shared inbox makes it easy to collect and organize all of their messages in one central location.
Working from Home Will Be Common
A lot of people will be doing their customer service online in the future. Service reps will also be moving there. This will offer more options for service representatives to work remotely, eliminating their need to work in call centers. Customers won’t even need to leave their houses to get their questions answered; they can do it all from the comfort of their own homes.
Also, you can use most channels even when you’re not in an office or call center. Using your phone, you may access your email, participate in live chats, and access social media. You can also find cloud-based choices that enable you to work from your home with most corporate phone services. As businesses see the cost savings from reducing office space, telecommuting by service representatives will increase dramatically.
Final Thoughts
Technical progress means that customer service will likely change a lot in the near future. As AI and automation get better, things will run more smoothly and quickly. Plus, customers will be happier when experiences are tailored to their needs thanks to data. Even so, getting help from real people is still the best way to understand and solve tough problems. What will shape the future of customer service is finding the best balance between using technology to save time and connecting with real people.